Our Policies

Contact us at 07 5444 1211

clinic hours

Monday to Friday

8am to 5pm

Saturday

OPEN

Sunday

10:30am to 4pm

Contact us at 07 5444 1211

clinic hours

Monday to Friday

8am to 5pm

Saturday

OPEN

Sunday

10:30am to 4pm

Our Policies

Contact with Doctors

Clinical telephone calls will be triaged by the nursing staff, where necessary calls will be referred to the Doctor. To minimise interruptions to consultations, you may be required to leave your contact numbers and a message, your doctor will return your call at their earliest convenience. In some instances a consultation with the doctor may still be necessary.

Recall & Reminder Systems

Kawana Family Clinic adopts a pro-active, preventative approach to the maintenance of every patient’s health and wellbeing. Under the State & National Patient Reminder System, patient reminders & recalls for pap smears, immunisations, cervical and bowel cancer screenings, health assessments and other services are carried out on a regular basis.

You may be contacted by us via phone, text message or mail as part of our ongoing preventative health recall and reminder system. If you do not wish to be part of our clinics or the state or national reminder systems please advise our reception staff.

Medical Certificates, Results, Referrals & Prescriptions:

It is the policy of our practice that all results, repeat prescriptions medical certificates and referrals require an appointment. In some cases results may be given to you over the phone by our Practice Nurse at the discretion of your Doctor. If you are unable to come to the clinic for an appointment our Doctors may charge a small fee for any prescription or referral that needs to be written.

Arrival at the Clinic & Waiting Times

Please present to the reception desk when you arrive at the clinic and after you have finished
seeing your doctor.

We understand time is important to you, our reception team will try and advise all patients if
there are longer than usual waiting times. Please advise us upon arriving if you are concerned about
waiting times. If you have been waiting in the clinic for your appointment for longer than 30 minutes,
please advise reception. Our doctors strive to reduce waiting times where possible.

Cancelling and Failing to attend Appointments

If you are unable to attend your appointment please contact the clinic no less than 2 hours prior to your appointment to cancel. Failing to cancel or attend your appointment could results in a fee being charged.

Interpreter & Translating Services

If you require an interpreter for another language other than English we can arrange this for you through telephone or on site interpretation with the Translating Interpreter Service – 131 450

If you are hearing impaired and require an interpreter we can arrange this through telephone or on site interpretation with the National Auslan Interpreter Booking Service -1800 246 945

Transferring Medical Records

To ensure we can provide you with comprehensive health care we advise patients to provide their previous medical records where possible. If you would like us to arrange to have your medical records transferred to the clinic simply advise our reception staff or complete our online Request for Medical Records Form. All patients over 16 years of age will need to sign a consent form, parents or guardians can sign on behalf of patients under 16 years.

Please be aware that some clinics may charge a fee to have your records transferred, if you receive an invoice in relation to this you will need to contact the corresponding clinic.

We do not charge a fee to send medical records to other health professionals. A fee may be incurred if medical records are requested by insurance or work cover companies or if a patient requests copies of their records.

If you would like to request a copy of your medical records please do so in writing with your full name, date of birth, signature and contact details. A medical practitioner, solicitor or insurer may request records on your behalf but we will only accept written requests that include your written consent.

Nursing Students

We believe we have a responsibility to participate in the education of the next generation of Nurses. From time to time throughout the year there may be a nursing student on rotation with us from the University of Queensland.

You will be advised at the time of your appointment if this is the case and you permission will be sought to have the student present during your consultation.

Privacy

Our clinic complies with the Privacy Amendment (Private Sector) Act 2012 and the Australian Privacy Principles. All information collected is treated as “sensitive information”. All patients’ health records and information are handled and stored to protect the privacy of the patient.

Our New Patient Information Form requests patients to sign an agreement for our doctors to discuss a patient’s health care/treatment with other relevant health professionals. Patients always have the right to decline this agreement.

Disclaimer of Non-endorsement:

In reference to any specific commercial products or services by trade name, trademark, manufacturer or otherwise does not necessarily constitute or imply its endorsement, recommendation or favouring by Brookside Family Clinic.

Emergency

If you require urgent medical attention, please dial 000 (Zero) for assistance and ask for Ambulance. If you are having any of the following, inform the receptionists without delay either in person or when phoning or presenting to the clinic: